Refund & Returns Policy

1. Our Commitment to Quality

At FesWeb, we are committed to delivering exceptional design services that meet and exceed your expectations. This Refund & Returns Policy outlines the conditions under which refunds may be requested and processed.

We believe in the quality of our work and stand behind every project we deliver. Our goal is your complete satisfaction with our design services.

2. Satisfaction Guarantee

We offer a 100% Satisfaction Guarantee on all our design services. If you are not completely satisfied with the initial design concepts presented, we will provide a full refund within 7 days of project initiation, provided:

• The refund request is made within 7 days of receiving initial concepts
• You have provided clear and detailed feedback about your dissatisfaction
• No final deliverables have been approved or downloaded
• The project requirements were clearly communicated initially

3. Refund Eligibility by Project Stage

3.1 Before Design Work Begins

Full Refund Available

• 100% refund if cancellation occurs before any design work has started
• Payment processing fees (typically 2.9% + $0.30) will be deducted
• Refund processed within 5-7 business days

3.2 After Initial Concepts Delivered

Partial Refund Available

• 50% refund available if concepts do not meet expectations
• Must provide detailed feedback explaining dissatisfaction
• Request must be made within 7 days of concept delivery
• No final files or deliverables should have been approved

3.3 After Revisions and Refinements

Limited Refund Available

• 25% refund available in exceptional circumstances
• Must demonstrate significant deviation from original brief
• Requires management review and approval
• Case-by-case evaluation based on project specifics

3.4 After Final Approval and Delivery

No Refund Available

• No refunds once final deliverables are approved and delivered
• Client approval constitutes acceptance of completed work
• Additional services may be purchased for further modifications

4. Service Package Refund Terms

4.1 Starter Package ($149)

• Full refund if cancelled within 24 hours of purchase
• 50% refund if initial concepts don't meet expectations
• No refund after 2nd revision round or final approval

4.2 Pro Package ($399)

• Full refund if cancelled within 48 hours of purchase
• 75% refund if initial brand concepts don't meet expectations
• 50% refund during revision phases
• No refund after final approval of any major deliverable

4.3 Elite Package ($799)

• Full refund if cancelled within 72 hours of purchase
• 75% refund if comprehensive concepts don't meet expectations
• 50% refund during revision and refinement phases
• 25% refund in exceptional circumstances with management approval
• No refund after final approval of any major deliverable

5. Non-Refundable Circumstances

Refunds will not be provided in the following circumstances:

5.1 Client-Related Issues

• Change of mind after project approval
• Failure to provide necessary materials or feedback
• Unclear or frequently changing project requirements
• Delayed responses causing project timeline extensions
• Request for work outside the agreed scope

5.2 Completed Work

• Final deliverables have been approved and delivered
• Files have been downloaded or accessed
• Work has been used commercially or published
• More than 30 days have passed since project completion

5.3 External Factors

• Third-party service failures (hosting, email, etc.)
• Changes in business requirements after project start
• Economic or market condition changes
• Force majeure events

6. Refund Request Process

6.1 How to Request a Refund

1. Contact Us: Email info@fesweb.design with your refund request
2. Provide Details: Include order number, project details, and reason for refund
3. Submit Documentation: Provide any relevant communications or project materials
4. Review Process: Our team will review your request within 2 business days
5. Decision Notification: You'll receive a decision via email with next steps

6.2 Required Information

Please include the following information in your refund request:

• Full name and email address used for the order
• Order number or project reference
• Date of purchase
• Detailed explanation of dissatisfaction
• Specific issues with delivered concepts or work
• Screenshots or examples of concerns (if applicable)

7. Refund Processing

7.1 Processing Time

• Approved refunds are processed within 5-7 business days
• Credit card refunds may take 3-5 additional business days to appear
• PayPal refunds are typically processed within 24-48 hours
• International transactions may require additional processing time

7.2 Refund Method

• Refunds are issued to the original payment method
• Credit card refunds appear as credits on your statement
• PayPal refunds are credited to your PayPal account
• Processing fees may be deducted from the refund amount

8. Alternative Solutions

Before requesting a refund, consider these alternative solutions:

8.1 Additional Revisions

• Pro and Elite packages include unlimited revisions
• Starter package can purchase additional revision rounds
• Detailed feedback helps us better understand your vision

8.2 Design Direction Changes

• Significant direction changes can be accommodated
• May require timeline adjustments
• Additional fees may apply for major scope changes

8.3 Team Reassignment

• Different designer perspectives may better match your vision
• Fresh eyes can bring new creative solutions
• Available for Pro and Elite packages

9. Dispute Resolution

9.1 Internal Review

All refund disputes are first reviewed internally by our management team to ensure fair and consistent application of this policy.

9.2 Mediation

If you disagree with our refund decision, we offer mediation through a neutral third party to resolve the dispute amicably.

9.3 Chargeback Protection

We work proactively to resolve disputes before they escalate to chargeback situations. Please contact us directly before initiating any payment disputes with your bank or credit card company.

10. Exceptions and Special Circumstances

10.1 Rush Orders

• Rush delivery services are non-refundable once work begins
• Standard refund terms apply to the base design work
• Rush fees are separate from design service fees

10.2 Custom Packages

• Custom package refund terms are specified in individual agreements
• May have different timelines and conditions
• Negotiated on a case-by-case basis

10.3 Bulk Orders

• Multiple service packages may have prorated refund calculations
• Each component evaluated separately
• Completed portions are non-refundable

11. Policy Updates

This Refund & Returns Policy may be updated periodically to reflect changes in our services or legal requirements. Updates will be:

• Posted on our website with the updated date
• Communicated to active clients via email for material changes
• Applied to new orders after the effective date
• Existing orders remain subject to the policy in effect at purchase

12. Contact Information

For refund requests, questions about this policy, or to discuss your specific situation, please contact us:

We are committed to working with you to find a satisfactory resolution to any concerns you may have about our services.